Amazon - Senior Program Manager - Last Mile Payments & Digitization - IIM/XLRI/FMS/MDI

The Last Mile Payments & Digitization acts as a conduit between the Last Mile Operations and Amazon Pay business team and to drive the Electronification agenda. The team partners with Payments business to drive adoption of all Digital products primarily MPOS, cash-load at doorstep, UPI &Bharat QR and Post-Dispatch Pay.

Given the large rapidly expanding geographical reach of the Amazon Last Mile network, we plan to leverage it to extend the relationship with customers, sellers and merchants to provide other Amazon products and services at doorstep and near their homes/ workplaces, Amazon Pay related services being the primary amongst them.

This role will own the complete end-to-end program from conceptualization, to business model development, launch, sustenance and growth - of enabling new Amazon Pay customer services through the Last Mile network that promote the usage of Amazon Pay wallet as a payment instrument both online and offline. These services will include but not be limited to customer KYC, loading money into the Amazon Pay Wallet, gift cards and frequent services like bill pay, recharge etc.

KRAs

The key responsibilities of the role will be:

- Plan the pilot, program roll-out, training, launch for all LM channels (with business model, delivery and process customization required for each channel).

- Work closely with multiple stakeholders Payments business, Last Mile Program and Operations teams, Finance, Tech, Legal, finance, and leadership teams to define and set-up the business processes.

- Work with LM ACES team and Zonal Payment Program Managers to finalize the experience (especially channel, Last Mile DA and partner experience) and work with business product managers to incorporate necessary changes in the product and business process.

- Model and plan the right incentive structure customized by various channels to encourage and drive behavior. Monitor adoption, fraud and put in place long term mechanisms to ensure growth as per compliance and norms.

- Define and monitor key metrics on programs and work with Payments business and respective program teams to drive necessary action with field teams, business and leadership teams, to achieve goals.

- Own the business reporting of the LM execution and goals through WBR / MBR / QBRs to both IN Ops and business leadership.

Who we are looking for

The successful candidate will be the winning combination of a strong stakeholder manager, with understanding of working with a geographically diverse and vast team from external store and delivery partners at one end of the spectrum to business stakeholders on the other, an analyst adept at modelling and building business cases and a sharp process expert who can build efficient scalable processes. In short, program-cum-process-manager-cum analyst, who would not love to be in the spotlight, rather BE the spotlight!

Basic qualifications

- Bachelors Degree in Engineering, Science, Logistics, or similar field 5+ years of program and/or product management experience in consumer goods with understanding of trade marketing and execution and dealing with a geographically vast and diverse network. A person with excellent written and verbal communication skills.

- Strong change management and influencing skills; ability to negotiate and across all levels and inspire someone to jump off a cliff, if need be. 

- A person with the ability to create and sustain urgency, and a proven ability to lead large cross-functional projects including communication across all levels and teams in the organization: senior leaders, stakeholder teams, ground operations teams. 

- A person who can make courageous recommendations and decisions to drive significant organizational change. 

- A person who can showcase judgment and decision making skills to balance customer experience with financial impact.

Preferred qualifications

- MBA from a top tier university Work experience operations/ program execution in the Payments / Wallets space will be an added advantage.